Customer Service

For orders shipped to the UK or Ireland, please contact:
K-Swiss Europe BV
Palladium Division
Tannery House
4 Middle Leigh
STREET, Somerset
BA 16 OLA England
T: +44 (0)1458 449312
E: ecommerce@palladiumboots.co.uk
VAT number UK: GB894432201
VAT number IE: IE 9717385A
Registered at Chamber of Commerce Amsterdam, The Netherlands, no. 33242199

For orders shipped to The Netherlands or Belgium, please contact:
K-Swiss Europe BV
Palladium Division
Diakenhuisweg 45
2033 AP HAARLEM
T: +31 (0)23 543 0596
E: ecommerce@palladiumboots.nl
VAT number: NL800960233B01
Registered at Chamber of Commerce Amsterdam, The Netherlands, no. 33242199

For orders shipped to Germany or Austria, please contact:
K-Swiss Germany GmbH (on behalf of K-Swiss Europe BV)
Palladium Division
Oelser Strasse 9
40231 Düsseldorf
T: +49 211 437 15813
E: ecommerce@palladiumboots.de
VAT number: DE266775639
Registered at Chamber of Commerce Amsterdam, The Netherlands, no. 33242199

For orders shipped to any other EU country, please contact (English language only):
K-Swiss Europe BV
Palladium Division
Diakenhuisweg 45
2033 AP HAARLEM
T: +31 (0)23 543 0596
E: ecommerce@palladiumboots.nl
VAT number: NL800960233B01
Registered at Chamber of Commerce Amsterdam, The Netherlands, no. 33242199

Placing an order on our Website is easy. Just follow these simple steps.

1. Choose the products you want to purchase
You can browse by gender or category by using the menus on the top of the page. To find out more about a product, click on its image or name and you will be taken to a page with more detailed product information.

2. Add products to your Shopping Bag
Once you have selected an item, and you have selected size and quantity, click the “Add to bag” button on the right side of the product detail page.

Remember, you can view the contents of your shopping bag at any time by clicking the Shopping Bag icon at the top of every page of our sites.

If you are experiencing problems with adding items to your bag, make sure that your browser is enabled to accept cookies, and proceed to checkout. If unsure about whether your browser accepts cookies, then check the FAQ section of your browser.

3. Proceed to Check Out
When you're ready to complete your order, be sure to review all of the items that are in your shopping bag. You can add, change or delete items until you are completely satisfied with your order.

Once you have selected all the items that you would like to purchase, click on the "CHECK OUT" button.

4. Enter shipping and billing information
In this section you will enter the shipping and billing addresses. Note that your billing address is the address linked to your Credit/Debit card, and so it must be entered exactly as it appears on your bank statement.

Special note on the shipping address: If you change the country that the product will be delivered to, the total price of your order will be recalculated and presented to you for acceptance before you can continue the checkout process.

You may also choose to join the Palladium mailing list and receive updates and special offers.

When done entering this information, click on the “NEXT” button.

5. Enter payment information
Select your method of payment from the options available.

Be sure to review all information on this screen before clicking the “PLACE ORDER” button. You can make any necessary changes to your shopping bag, shipping, billing, and payment information by using the “CHANGE ORDER” option.

To confirm the order, press the “PLACE ORDER” button to send your order to us. Once you have placed your order, you will see a receipt page with your order number and a link to print the confirmation. This means that we have accepted your order and the purchase has been concluded. Please be advised to print or download the confirmation for future reference.

6. Getting Help
Select your method of payment from the options available. We understand that some consumers may have questions in the process of navigating the website and or entering their order. Should you need help, please feel free to contact your local customer service center at one of the locations listed in the Customer Service Locations section at the beginning of this document.

Palladium explicitly reserves the right not to accept your order and to cancel the purchase.

The price as stated on the Palladium Check Out page includes the applicable VAT but does not include freight charges.

Check the status of your most recent orders by visiting our Order Tracking page. This is the easiest and fastest way to get the most current information regarding your Palladium Website orders.

When you click on Order Tracking, you will be prompted to enter your order number AND your e-mail address. An order page will provide you with detailed information about your order.

After your order is shipped, your tracking number, if available, will be displayed. You can click on the UPS link to view the delivery status of your order.

Palladium Order Cancellation
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

- Item(s) not available.
- Difficulty in processing your payment information.
- Cannot ship to address provided.
- Duplicate order was placed.
- Cancelled due to a customer request.

If your order is cancelled, you will receive a notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

Customer Order Cancellation
Should you choose to cancel your order before it ships, please contact Customer Service who will cancel your order for you.

You can pay by the following methods:
- Visa
- MasterCard
- American Express
- JCB
- Discover
- PayPal

The total price specified on the order confirmation includes VAT and shipping costs. Please transfer only the exact amount specified on the order confirmation, and make individual transfers per order, using the unique reference number stated in your order confirmation.

All products on this Palladium Website may be shipped to a residential or work address within the European Union:
- Austria
- Belgium
- Bulgaria
- Czech Republic
- Denmark (excluding overseas areas)
- Estonia
- Finland (excluding overseas areas)
- France (excluding overseas areas) 
- Germany
- Greece
- Hungary
- Ireland
- Italy
- Latvia
- Lithuania
- Luxembourg
- Malta
- Netherlands
- Poland
- Portugal
- Romania
- Slovakia
- Slovenia
- Spain (excluding overseas areas)
- Sweden
- United Kingdom (excluding overseas areas)

Standard shipping rates per order are as follows:

Standard shipping
We deliver products from Monday through Friday. Please note that weekend days and public holidays are not considered working days. Delivery will be within the time frames indicated below.

Returning orders after receipt
If you are for whatever reason not happy with the products you ordered from a Palladium Website , you may return the products delivered to you within 30 calendar days after receipt of the merchandise, without giving us any reason, as long as:
- the products are unwashed and not used in any way
- you are allowed to try garments or shoes on for fit, unless we have indicated otherwise (but you cannot wear them)
- the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged)
- the product is complete: e.g. both items of a pair must be returned

We will not accept returned products that do not comply with these instructions.

After receipt of your goods, a full refund will be issued excluding the shipping costs. Please note that it can take up to 2 weeks after receipt of your goods before we will refund you due to inspection and payment processing. Refunds will be given in the same form of payment as the original purchase.

Return of defective products
You are entitled to return a product that is defective. You can do so within 6 months after you have received the product. This does not affect your statutory rights. In the event your claim is justified, a full refund will be issued including shipping costs.

Return shipping cost
You will be charged for returned product. We will settle the shipping charge with the original payment.

How to return product
For your convenience Palladium provides you with a service where your goods will be collected by UPS.

Please follow the below instructions to prepare the collection.
1) Put the product in its original Palladium packaging and use the original cardboard box (outer box) to return. Ensure that no other UPS tracking labels are attached to the package.
2) To accomplish prompt processing of your return, and to avoid any delays in refunding your payment, we need you to complete the RETURN DOCUMENT (attached to the received package). You may find the invoice number on the original invoice you have received via e-mail right after you placed the order.
3) Login to the below UPS website
Website URL: http://row.ups-esp.com/aspx/Login.aspx
Login to the UPS website using the UserID and Password as mentioned on the attached Return Document.
4) Complete your personal details and click the “OK” button when done.
5) Print off the created UPS collection label and fold the printed label on the dotted line.
6) Place the label in a Shipping Pouch provided in the original shipment. If you do not have a pouch, affix the folded label using clear plastic shipping tape over the entire label.
7) Arrange Collection or Drop-off:
Call UPS using the telephone number reflected on the collection label.

OR

Go to the UPS website URL (http://www.ups.com)to find the nearest drop off location.

Product exchanges are currently not possible, but you do have the option of returning your product. In order to get another product, colour or size, you will have to place a new order on a Palladium Website.

Here are our cleaning and care instructions for Palladium shoes.

Leather
- Rub gently with a damp cloth using lukewarm water and mild soap
- Do NOT machine wash
- Do not use bleach

Suede and Nubuck
- Use a "suede" brush to brush away dirt (use when shoe is dry)
- Do not use water (may cause permanent stain)

Synthetic Materials
- Depending upon material texture, follow instructions for leather, suede, or nubuck Canvas
- Rub gently with a damp cloth using lukewarm water and mild soap
- Can be machine washed but must be "air dried" with no direct sunlight or other source of heat
- Do not use bleach

Drying Instructions
- Allow shoes to "air dry" naturally at room temperature
- Stuff with paper on shoe tree to maintain shape
- Do not force dry shoes with any source of direct heat
- Stains may be removed using a stain remover suitable for the above materials.

Palladium has adopted the SA8000 Standard for factory operations. All of Palladium' products are made in factories owned by others. At Palladium' request, all factory owners have agreed to implement the SA8000 Standard. The standard includes bans on child labor, mistreatment of workers, a ban on illegal overtime, and on all overtime for which workers are not paid premium wages. The standard requires measures to promote worker safety (e.g., fire safety, factory hygiene, safe living quarters), and regular audits by outside agencies which have been specially certified on the SA8000 Standard. We recognize that full implementation of the SA8000 Standard will require continual efforts, and we are serious about it.

Security/Encryption Technology
First of all, protecting personal information provided by our customers is very important to us. For this reason, we use Secure Sockets Layer (SSL) technology to protect the security of all information that you provide to us on-line. SSL technology is used whenever you give us information.

Cookies
Secondly, when you contact us, your Web browser will automatically place certain files in your computer that will let us recognize your computer when you contact us on-line. These information files are called "cookies." Through the use of cookies, we will automatically recognize your computer when you place an order or ask for information every time you contact us. You can always disable cookies by following instructions in the Help section of your browser. In addition to using cookies to "recognize" your computer, we also automatically gather certain information about your computer, the pages you visit on our Website, and the kinds of orders you place or questions you ask when you contact our Website. We do not sell or lease this information to anyone else. We do use it to assess the effectiveness of our Website and to try to provide you with timely information that we believe will be of interest to you.

IP Addresses
An IP (Internet Protocol) address is a number that is assigned to you automatically when you surf the net. All web servers automatically identify computers by their IP addresses. When you come to a Palladium Website, our servers log your IP address. We do not use this information in combination with any personal information. For example, we know your computer was here, but not who was on the computer.